Concentrix - Manager - Operations - Telecom Process

Salary offered: 10-15LPA

Job Description - Manager Operations

Location - Gurgaon, India

Experience - 7 plus years

About Concentrix

Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a leading business services company. We focus on customer engagement and improving business outcomes for over 450 global clients across six continents. Our 100,000+ staff delivers technology-infused, omnichannel customer experience management, marketing optimization, digital, consulting, analytics, and back office solutions in 40+ languages from 125+ delivery centers. We serve automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; and energy and public sector clients. Visit www.concentrix.com to learn more.

Job Description -

- Drive customer delight, ensure delivery is predictable and consistent to achieve growth and customer satisfaction

- Meeting all Contractual/ Non-Contractual/ Customer sensitive metric targets and ensure that account is at the top in the competitive vendor ranking.

- Meet/exceed client expectations, deliver relevant and compelling solutions, and delight our clients with superior quality service in each and every encounter. Be a role model for the organization in reigniting the Delivery culture around client service and client intimacy.

- Optimize R&P opportunities, no penalties and drive maximum reward

- Being responsive to customer issues/ asks as measured through CSAT surveys' VOC scores - Achieve the target in the VOC survey.

- Ability to react quickly and take advantage of changing business conditions in real-time.

- Compliance/Audit focus to ensure No escalations/surprises both for internal and client audits.

Financials :

- Optimize Cost /LOB and achieve Pricing case Seat Utilization

- Proactive Capacity Utilization to ensure staffing is maintained within the required range

- Optimize R&P opportunities, no penalties and drive maximum reward

- Drive Revenue/ Headcount

- Actively participate in cost take out and manage the productivity and cost efficiency

- Drive all efficiency metrics to minimize leakage (Agent Utilization, Agent Occupancy, Attendance %, Break %, Billable HC, Actual HC, Required HC)

People :

- Good people management skills. Execute on basics around employee engagement scorecard. Drive Employee Engagement Calendar Adherence - OM skips, One on One, Town Halls

- Drive EWS Accuracy (Monthly) and ensure that it depicts the accurate floor pulse and actions to drive optimum retention

- Drive Learning within the span. YTD Learning/OD Penetration % targets to be met.

- Quick Resolution of People issues and collaborate with HR and other functions to drive ESAT

- Monitor voluntary attrition and take corrective actions to maintain levels which do not impact profitability or client sat. Achieve the agreed Attrition targets year on year.

- Increase hiring through Employee Referral Scheme & LCC.

- Ensure optimum variable pay but also ensuring best performance is derived. Quarterly review of the stack parameters to drive optimum MIV Penetration%/Effectiveness.

- Drive a high-performance environment where performance is recognized and rewarded. Create a management system with ongoing performance feedback that drives high performance, and enables effective execution and results especially focused on Bottom quartile management

Compliance

- Adhere to all Data Privacy protection, Security, and Code of Ethical Business Conduct requirements and policies.

Skills :

- Ability to work under pressure.

- Strong leadership including excellent communication skills

- Strategic thinking. Good problem solving and analytical skills

- Telecom Experience mandatory. Should have managed Telecom operations at least for 2+ years

- Candidate should have strong customer service and sales orientation.

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for - recruitment-, - processing- or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letterhead with authentic signatures of appropriate Concentrix authorities.'